Trainers' Library Home



Negotiation Skills Course Modules

View all Trainers' Library Categories View All Training Materials Categories
Negotiation requires good communication skills, which are essential in identifying the needs and feelings of others in order to achieve a mutually acceptable resolution. Participants will discover that as well as assertiveness they will need empathy and a willingness to compromise to ensure a win-win outcome.

Have you tried our Free Samples? Click here to try out our training materials.


 

Body Language and Mirroring

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To show participants how we tend to mirror the body language of others when rapport is established.
• To discuss what happens to body language when rapport is absent.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To show participants how we tend to mirror the body language of others when rapport is established.
• To discuss what happens to body language when rapport is absent.

Group Size:
This module is suitable for use with groups of almost any size.

Useful For:
Staff at all levels. It can be used with people who don't know one another at all, or who have met/worked together previously.

You'll Need:
Nothing other than the materials provided.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Building Rapport with Subordinates

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To demonstrate the importance of taking a step back and understanding our role in the relationships we have with others at work.

About

Time:
The exercise in this module will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To demonstrate the importance of taking a step back and understanding our role in the relationships we have with others at work.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at supervisory level.

You'll Need:
Nothing other than the materials provided.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Channelling Your Influence

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To explain the importance of understanding the needs and priorities of those we seek to influence.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 40 minutes for this module.

Aims:
• To explain the importance of understanding the needs and priorities of those we seek to influence.

Group Size:
This module can be used with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
• Flipchart paper, pens and post-it notes.

Notes:
This module works particularly well when paired with Just Beat It or Sweet Talking.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Dealing with Aggressive Behaviour

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.

About

Time:
The exercise in this module can be complete within 25 minutes. In total, allowing for discussion, we recommend allowing 50 minutes to complete the module.

Aims:
• To help participants develop guidelines for dealing assertively with aggressive behaviour.
• To encourage participants to develop and demonstrate one appropriate and one inappropriate response to aggressive behaviour.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
We recommend using this module only when participants are able to recognise the difference between aggressive, submissive and assertive behaviour. (See the module, What is Assertiveness?). This module has two alternative handouts – one with work based scenarios to discuss, and one with non-work based scenarios.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Different Perspectives

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To demonstrate the fact that people have different 'maps' of the world.
• To show how information can be misinterpreted.
• To demonstrate the impact of misinterpretation on rapport and the ability to negotiate.

About

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To demonstrate the fact that people have different 'maps' of the world.
• To show how information can be misinterpreted.
• To demonstrate the impact of misinterpretation on rapport and the ability to negotiate.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This is intended as a thought provoking discussion based module that looks at the assumptions we make and how our individual perspective of the world can impact upon negotiations.

You will need to handle this session with care and sensitivity acknowledging the different viewpoints that arise.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Difficult People - And How to Deal with Them

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To enable participants to increase awareness of their emotional reaction to other people’s behaviour and how to deal with people they find ‘difficult’.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
The modules Managing Emotions and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Discounts and Desire - Using Discounts Wisely

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To help participants understand the importance of only using discounts at the appropriate point in the sales process and the risks of using them too soon.
• To help participants understand how buyers attach value and the relationship between value, desire and discounts.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To help participants understand the importance of only using discounts at the appropriate point in the sales process and the risks of using them too soon.
• To help participants understand how buyers attach value and the relationship between value, desire and discounts.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Anyone involved in sales.

You'll Need:
• To prepare one set of Sales Process Cards for each team participating. (We recommend laminating the cards so they can be reused.)

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Discussion - Barriers to Communication

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To enable participants to test their communication skills.
• To test participants’ abilities to get their point across effectively whilst building an understanding of others’ feelings.

About

Time:
The exercise in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To enable participants to test their communication skills.
• To test participants’ abilities to get their point across effectively whilst building an understanding of others’ feelings.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• Ideally, you will have breakout space for the teams to hold their discussions away from the other team(s).

Label

Emotional Intelligence Part 1 - Self-Awareness

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To raise awareness of self-awareness, the first strand of emotional intelligence.

About

Time:
The exercises in this module can be completed in about 40 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To raise awareness of self-awareness, the first strand of emotional intelligence.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• A flipchart, pens and the handouts provided.

Notes:
This module forms part one of a two-part introduction to emotional intelligence. (Part 2 can also be used alone to explore awareness of others and empathy as a skill.)

This module (Part 1) looks at intra-personal intelligence - self-awareness - and the ability to notice and regulate or manage our own emotional state or mood.

Part 2 examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

It is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainers’ Library useful for this.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Emotional Intelligence Part 2 - Awareness of Others and Empathy

Time:
In total we estimate this exercise will take 100 minutes.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

About

Time:
The exercises in this module can be completed in about 80 minutes. In total, allowing for discussion, we recommend allowing about 100 minutes for this module.

Aims:
• To develop an understanding of the importance of awareness of others, the second strand of emotional intelligence.
• To allow participants to practice empathy as a skill.

Group Size:
This module is suitable for use with groups of up to about 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This module forms Part 2 of a two-part introduction to emotional intelligence. This part examines interpersonal intelligence – being able to distinguish other people’s emotions, moods and temperaments.

Part 1 looks at intra-personal intelligence - self-awareness and the ability to notice and regulate or manage our own emotional state or mood.

This module can also be used alone, for example as part of a customer service skills course, to explore the importance and value of empathy as a skill.

Before using this module it is important to have an understanding of emotional intelligence and the effects of discussing it with a group of participants. You will find Mike Bagshaw’s Article in Trainer’s Library useful for this.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Fight, Flight or Friendship? - Approaches to Managing Conflict

Time:
In total we estimate this exercise will take 135 minutes.

Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.

About

Time:
The exercises in this module will take about 90 minutes to complete. In total, allowing for discussion, we recommend allowing 135 minutes to complete this module.

Aims:
• To enable participants to identify different approaches that can be used to manage conflict.
• To explain the advantages and disadvantages of five key approaches used in managing conflict.
• To identify when it is appropriate to use the various approaches.

Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 10 or fewer.

Useful For:
Staff who need to manage conflict and interpersonal relationships.

You'll Need:
• Break-out rooms.

Notes:
It is recommended that you keep the participant group size to 10 or fewer for this module.

This module can be used as a stand-alone module or as a follow on to The Anatomy of Conflict.

The module is comprised of two exercises. Depending on your needs these can be run as two separate 'mini-modules'.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

How Assertive Are You?

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

About

Time:
The exercise in this module can be complete within 10 minutes. In total, allowing for discussion, we recommend allowing 30 minutes to complete the module.

Aims:
• To help participants understand their current use of assertive behaviour and identify areas for improvement.

Group Size:
This module is suitable for use with up to 15 participants.

Useful For:
Staff up to supervisor level.

You'll Need:
Nothing other than the materials provided.

Notes:
This module includes a simple quiz to help participants identify the behaviours they currently feel comfortable with.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Influence 1 - The Games People Play

Time:
In total we estimate this exercise will take 35 minutes.

Aims:
• To enable participants to consider the value and difficulty caused by organisational politics and political games.
• To create an understanding that managers cannot avoid politics and so need to know the games in which they may – deliberately or inadvertently – be playing.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 35 minutes for this module.

Aims:
• To enable participants to consider the value and difficulty caused by organisational politics and political games.
• To create an understanding that managers cannot avoid politics, so need to know the games in which they may – deliberately or inadvertently – be playing.

Group Size:
This module is suitable for use with larger groups of up to almost any size. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand the political nature of organisations, including their own.

You'll Need:
• Post-it notes, flipchart paper, scribble paper, pens and marker pens for each team.

Notes:
This module works best if you set up the room ‘cabaret style’ – that is with table teams of between 4 and 8 people per table.

This is the first in a series of three modules examining power and politics. It can be used on its own as a short session or with the other two to form a complete half day programme.

Politics is often seen as a ‘dirty word’ by many people, or as one in which they have no interest. The purpose of this module is for the participants to recognise that divorcing themselves from politics is a decision that could affect them adversely – and is, in itself, a political act. To influence the direction an organisation is taking means people taking part in politics.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Influence 2 - Sources of Power

Time:
In total we estimate this exercise will take 50 minutes.

Aims:
• To enable participants to understand that the words power and influence are, essentially, interchangeable.
• To help participants understand that power is an asset that can be used to help deliver positive change.
• To help participants understand that there are many sources of power and where their own power to influence comes from.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 50 minutes for this module.

Aims:
• To enable participants to understand that the words power and influence are, essentially, interchangeable.
• To help participants understand that power is an asset that can be used to help deliver positive change.
• To help participants understand that there are many sources of power and where their own power to influence comes from.

Group Size:
This module is suitable for use with larger groups of almost any size. It tends not to work well with very small groups.

Useful For:
All managers, but particularly those who are new to management and may not understand that power comes from many different sources, not just authority.

You'll Need:
• The Activity Link and your PIN from the My Account section of the member homepage.

Notes:
This is part two of three modules looking at influence, politics and power. It can be run on its own or combined with the other two modules to make a complete half day programme.

If you do not have an internet connection in your training room, we’ve included the transcript of the story (Handout 2).

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Influence 3 - Profile of Power

Time:
In total we estimate this exercise will take 80 minutes.

Aims:
• To allow participants the opportunity to identify their own sources of power, to know which they need to develop and to have an action plan for doing this.

About

Time:
The exercise in this module can be completed in about 50 minutes. In total, allowing for discussion, we recommend allowing about 80 minutes for this module.

Aims:
• To allow participants the opportunity to identify their own sources of power, to know which they need to develop and to have an action plan for doing this.

Group Size:
This module is suitable for use with groups of up to about 20 participants.

Useful For:
All managers but especially those who are new to the management role and may feel that they have little power of their own to allow them to accomplish results.

You'll Need:
Nothing other than the materials provided.

Notes:
This module is the third in a series looking at influence, power and politics. Whilst this module can be run on its on, it will have more effect if used as a follow on to the work done in Influence 2 - Sources of Power.

If you are running this module on its own and not as a follow-on, you will find it helpful to have looked at the five power sources identified in the Influence 2 - Sources of Power module before you begin.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handouts
Handouts (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Introduction to Transactional Analysis

Time:
In total we estimate this exercise will take 65 minutes.

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

About

Time:
The exercises in this module will take about 45 minutes to complete. In total, allowing for discussion, we recommend allowing 65 minutes to complete this module.

Aims:
• To provide participants with a way of understanding behaviour and improving communication.
• To provide a very basic introduction to transactional analysis.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff up to junior managers.

You'll Need:
Nothing other than the materials provided.

Notes:
This module is intended to provide a very simple introduction to transactional analysis, a theory developed by Eric Berne in the 1950s. If you are not familiar with transactional analysis you will need to read through all the notes carefully plus the additional material in the handout.

Go through the exercises on your own first so that you can see the rationale. If you have time, try to observe the different types "in play" in your own interactions with people.

Endorsed by The National Association of School-Based Teacher Trainers, NASBTT.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Island of Opportunity - A Test of Negotiation Skills

Time:
In total we estimate this exercise will take 90 minutes.

Aims:
• To demonstrate the importance of building a clear understanding of needs and feelings in negotiation, through effective questioning and listening.
• To show the importance of separating people and personalities from the problems.
• To show the value of a shared problem/creative solution finding approach to negotiation.
• To provide an opportunity to practise negotiation, teamwork and problem solving skills.

About

Time:
This game can be played in about 70 minutes. In total, allowing for discussion and evaluation, we recommend allowing 90 minutes.

Aims:
• To demonstrate the importance of building a clear understanding of needs and feelings in negotiation, through effective questioning and listening.
• To show the importance of separating people and personalities from the problems.
• To show the value of a shared problem/creative solution finding approach to negotiation.
• To provide an opportunity to practise negotiation, teamwork and problem solving skills.

Skills and Behaviours Tested:
Negotiation skills, communication, leadership, teamwork and collaboration, and problem solving.

Group Size:
This game involves participants working individually (or in pairs) representing one of 3 or, ideally 4 tribes. So each game requires a minimum of 3 participants and a maximum of 8. You can have several games running concurrently alongside each other.

Useful For:
Staff at all levels who are involved in negotiating but managers in particular.

You'll Need:
• An island map for each group of 3 or 4 tribes and ideally they should be A3 or larger and laminated.
• A different brief for each tribe.
• Chinagraph pencils (or similar) and wipes are recommended if your maps are laminated.


Notes:
It’s best to run this exercise module without too much explanation.

This exercise has many different potential solutions – the learning comes from the experience of trying to find one that all parties can agree to.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Label

Jess Blonde - Tough Negotiations for Senior Managers

Time:
In total we estimate this exercise will take 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

About

Time:
This game can be played in about 90 minutes. In total, allowing for discussion and evaluation, we recommend allowing 120 minutes.

Aims:
• To help participants develop their negotiation skills and in particular their ability to establish their needs and wants, and those of the other party, prior to commencing negotiating.

Skills and Behaviours Tested:
Communication skills, leadership, negotiation, teamwork and collaboration, and problem solving.

Group Size:
This exercise involves participants working in four teams. You’ll need a minimum of 2 participants in each team and a maximum of 6.

Useful For:
Managers, and particularly those at a more senior level.

You'll Need:
• Access to the Internet, to use our online scoring tool, necessary to assess teams’ performances and a printer to provide participants a copy of the results. (Only you will need this, not your participants.)
• Plenty of space. Ideally each of your four teams will have a separate breakout room to work in.
• A calculator for each team.
• Highlighters, pens and pencils for each team.
• A small prize for the winning team.
• A bell (optional).

Notes:
The exercise can also be used at the end of a training event focused on negotiation, allowing participants to apply new knowledge and skills.

Label

Jobs! - An Exercise in Negotiation

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To consider the importance of understanding needs and feelings of others in negotiation.
• To provide an opportunity for participants to practise overcoming differences.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To consider the importance of understanding needs and feelings of others in negotiation.
• To provide an opportunity for participants to practise overcoming differences.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Leap of Faith - Beliefs and Behaviours

Time:
In total we estimate this exercise will take 90 minutes.

Aims:
• To explore the way underlying beliefs can drive behaviour.
• To help participants to identify beliefs that they share even where the observable behaviours seem unusual.

About

Time:
The exercises in this module will take about 75 minutes to complete. In total, allowing for discussion, we recommend allowing 90 minutes to complete this module.

Aims:
• To explore the way underlying beliefs can drive behaviour.
• To help participants to identify beliefs that they share even where the observable behaviours seem unusual.

Group Size:
This module is suitable for use with groups of up to 15 participants. The exercises work best with groups of 8 to 15. It can be used with smaller groups, but participants may be more reflective as they will have to explore their own beliefs and assumptions more.

Useful For:
Teams, work groups and/or their leaders who wish to explore cultural differences between nationalities, age groups, or departments and organisations.

You'll Need:
In addition to the Belief Cards and Team Brief, provided, you’ll need:
• A pre-prepared sheet of flipchart paper with a rough diagram of an iceberg.
• Sheets of coloured sticky dots for all participants.
• A small pile of Post-it notes for each participant.
• Five blank flipchart sheets, which should be fixed to the walls at various points around the room.

Notes:
This module can be used as an introduction to diversity training as well as a team-building exercise. The activities explore different behaviours and beliefs without judgement so is ideal for organisations with cross-functional teams or cross-cultural business units.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Leaping to Assumptions - The Ladder of Inference

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To introduce participants to the Ladder of Inference.
• To help participants understand how quickly we can leap to assumptions about other people, which in turn can harden into deep-rooted beliefs.
• To understand how our beliefs impact on our communication with others.

About

Time:
The exercise in this module can be completed in about 30 minutes. In total, allowing for discussion, we recommend allowing about 60 minutes for this module.

Aims:
• To introduce participants to the Ladder of Inference.
• To help participants understand how quickly we can leap to assumptions about other people, which in turn can harden into deep-rooted beliefs.
• To understand how our beliefs impact on our communication with others.

Group Size:
This module can be used with groups of up to 15 participants. This exercise works best when the teams have 3-4 participants in each, but you don’t want to have more than 5 teams in total, or the exercise will become too unwieldy.

Useful For:
Everyone who interacts with others at work.

You'll Need:
• An internet connection, the Activity Links and your PIN if you’d like to use the videos.

Notes:
This exercise can be useful in any communication skills course or workshop, though it is particularly relevant in training that explores difficult conversations, decision making and negotiations. This module works well when immediately preceded by Assumptions - The Witches of Glum (from the Icebreakers section in Trainers’ Library) as it also challenges our tendency to assume things.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Making and Refusing Requests

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.

About

Time:
This exercise will take about 15 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To draw up some guidelines for making and refusing requests.
• To describe and practise a number of assertiveness techniques.
• To test participants’ understanding of assertive behaviour.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff up to supervisor level.

You'll Need:
• Half of the participants will need Handout 1 and the rest will need Handout 2. Everyone will need a copy of Handout 3.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Managing Emotions

Time:
In total we estimate this exercise will take 75 minutes.

Aims:
• To identify the management of emotions as a skill of emotional intelligence.
• To increase participants awareness of how emotions affect behaviour.
• To enable participants to describe strategies for taking control of emotion in themselves and others.

About

Time:
The exercise in this module can be completed in about 60 minutes. In total, allowing for discussion, we recommend allowing about 75 minutes for this module.

Aims:
• To identify the management of emotions as a skill of emotional intelligence.
• To increase participants awareness of how emotions affect behaviour.
• To enable participants to describe strategies for taking control of emotion in themselves and others.

Group Size:
This module is suitable for use with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
The modules Difficult People and Changing Perceptions and Emotions are complementary to this module and can be combined with it to make a longer session.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Miss-Communication

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To show participants how we all interpret information differently.

About

Time:
The exercise in this module can be completed in about 25 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To show participants how we all interpret information differently.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
• Nothing other than the materials provided.

Notes:
This is a fun way to explore how we all see things differently. We recommend a minimum of 5 participants for this activity to work well.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
PowerPoint

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Negotiation Based On Position

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To examine the practices currently adopted by participants when placed in a negotiation situation.
• To identify some of the common misconceptions regarding 'successful negotiations'.
• To identify the characteristics of position based negotiation.
• To identify common forms of psychological warfare.

About

Time:
The exercises in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To examine the practices currently adopted by participants when placed in a negotiation situation.
• To identify some of the common misconceptions regarding 'successful negotiations'.
• To identify the characteristics of position based negotiation.
• To identify common forms of psychological warfare.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Team leaders and above.

You'll Need:
Nothing other than the materials provided.

Notes:
This is a useful introduction to any training where you are looking to develop relationship based negotiation skills. It illustrates the limitations of the typical traditional approach to negotiation.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library called Negotiation - Shared Challenge or Competition?

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Negotiation Skills - Observer Feedback Sheet

This isn't a training module as such, but an additional resource that can be used to support practical simulation exercises where the trainer or other participants fulfil the role of observer, making effective feedback easy and powerful.

About

This isn't a training module as such, but an additional resource that can be used to support practical simulation exercises where the trainer or other participants fulfil the role of observer.

The Observer's Feedback Sheet contains a list of positive indicators in the left hand column and some less positive indicators in the central column. Observers simply tick the boxes for the behaviours they observe and jot down examples, making effective feedback easy and powerful.

Downloads

Counts as 1 download.

Login or Register to Download.

Label

Overcoming Objections - An Exercise for Sales People

Time:
In total we estimate this exercise will take 120 minutes.

Aims:
• To identify common objections that participants face when trying to sell a product or service.
• To identify ways of challenging objections in a constructive way using open questions and persuasive statements.

About

Time:
The exercise in this module can be completed in either 55 or 75 minutes. In total, allowing for discussion, we recommend allowing 75 or 120 minutes for this module.

Aims:
• To identify common objections that participants face when trying to sell a product or service.
• To identify ways of challenging objections in a constructive way using open questions and persuasive statements.

Group Size:
This module is suitable for use with groups of up to 15 participants.

Useful For:
All sales staff.

You'll Need:
Nothing extra but access to a photocopier will be useful as you might wish to photocopy the best examples from the participants for distribution.

If you have an app such as CamScanner Pro you can use your phone or tablet to create PDFs of the best objection handling ideas generated to email to the group after training.

Notes:
This module consists of a practical exercise that builds on participants' real experiences. It is ideally suited to teams that naturally work together selling the same product or service, but can also be used with groups from different organisations. The module will help participants develop strategies for handling objections like, "We've decided it's too expensive for us", or "It's not for now but we might consider it in the future."

The module consists of two exercises. The second exercise is optional and may not be appropriate if time is short or if the same learning points will be covered elsewhere in your training.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Pings and Dongs! - The Use of Body Language in Communication

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To demonstrate the importance of body language in communication.
• To identify the positive and negative signals we give off in conversation.

About

Time:
The exercise in this module will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 30 minutes to complete this module.

Aims:
• To demonstrate the importance of body language in communication.
• To identify the positive and negative signals we give off in conversation.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This module has been written from a UK perspective. Body language can be interpreted very differently in different regions of the world.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Questions to Probe, Explore and Challenge

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To demonstrate the importance of open questions when exploring problems.
• To encourage participants to identify effective open questions for challenging blocks and assumptions.

About

Time:
The exercise in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To demonstrate the importance of open questions when exploring problems.
• To encourage participants to identify effective open questions for challenging blocks and assumptions.

Group Size:
This module is suitable for use with groups of up almost any size.

Useful For:
Supervisors and above.

You'll Need:
Nothing other than the materials provided.

Notes:
Participants will need to be aware of question types and be able to recognise the difference between open, closed, leading and hypothetical questions. A module that explains different types of questions, 'Types of Question', can be found in Trainers' Library, under Course Modules/Communication Skills.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

SMART Objectives

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To welcome participants to the course.
• To introduce the facilitator and participants to each other.
• To discover the participants needs.
• To encourage interaction and discussion.
• To practise writing SMART objectives.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 50-60 minutes to complete this module.

Aims:
• To welcome participants to the course.
• To introduce the facilitator and participants to each other.
• To discover the participants needs.
• To encourage interaction and discussion.
• To practise writing SMART objectives.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Supervisors and above.

You'll Need:
Nothing other than the materials provided.

Notes:
This module provides a long introduction to courses, but is particularly useful where the concept of SMART objectives is important to the training being delivered. It provides an ideal introduction to performance management training for example.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Something in Common

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To encourage participants to find things they have in common.
• To consider the impact on relationships of finding common ground.

About

Time:
The exercise in this module can be completed in about 15 minutes. In total, allowing for discussion, we recommend allowing about 30 minutes for this module.

Aims:
• To encourage participants to find things they have in common.
• To consider the impact on relationships of finding common ground.

Group Size:
This module can be used with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This exercise can be used as an icebreaker, and can provide a particularly powerful introduction to sales or negotiation skills courses.

It can also be used on equal opportunities and diversity programmes, where it can be used to highlight a potential barrier to equal opportunities.

It can even be used to highlight one barrier to creativity and innovation within organisations.

This is a great exercise for building rapport between participants and is particularly useful with a group that do not know each other very well.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Summary and Clarification

Time:
In total we estimate this exercise will take 20 minutes.

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

About

Time:
This exercise will take about 10 minutes to complete. In total, allowing for discussion, we recommend allowing 20 minutes to complete this module.

Aims:
• To demonstrate the importance of summary and clarification in effective communication.

Group Sizes:
This module is suitable for use with groups of almost any size.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
Summary and clarification are important in all forms of communication and this module is relevant to courses covering topics as diverse as interviewing (particularly behaviour based selection interviewing), counselling skills, negotiation skills, performance management, customer service etc. This exercise can be used as a short and snappy icebreaker to communication skills training.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads
Available to Essential
Trainer Notes
Handout
Handout (Word)

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

The 30-Second Sales Pitch

Time:
In total we estimate this exercise will take 45 minutes.

Aims:
• To give participants an opportunity to develop an effective 30-second sales pitch.
• To test the pitch for effectiveness.

About

Time:
The exercise in this module can be completed within 30 minutes. In total, allowing for discussion, we recommend allowing about 45 minutes for this module.

Aims:
• To give participants an opportunity to develop an effective 30-second sales pitch.
• To test the pitch for effectiveness.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:

• A stopwatch or timer.

Notes:
This exercise can be used in sales training, or any training where you want to develop participants’ influencing skills.

For example, you might want to end a creative problem solving course by asking participants to develop a 30-second sales pitch for their favourite idea.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library - The 30-Second Pitch.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

The Anatomy of Conflict

Time:
In total we estimate this exercise will take 60 minutes.

Aims:
• To define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 60 minutes to complete this module.

Aims:
• To define conflict.
• To identify the main phases of conflict.
• To enable participants to describe the typical behaviours that are used when conflict is not constructively managed.

Group Size:
This module is suitable for use with groups of up to 12 participants.

Useful For:
Anyone who needs to manage conflict and interpersonal relationships.

You'll Need:
Nothing other than the materials provided.

Notes:
It is recommended that you keep the participant group size to twelve or fewer for this module.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Town Centre Street Names - Negotiation Skills

Time:
In total we estimate this exercise will take 70 minutes.

Aims:
• To provide an opportunity to practice negotiation.
• To illustrate the importance of listening skills.
• To consider the importance of effective questions in order to build an understanding of the other party's perspective.
• To consider the dangers and advantages of pre-meeting meetings.

About

Time:
The exercises in this module will take about 40 minutes to complete. In total, allowing for discussion, we recommend allowing 70 minutes to complete this module.

Aims:
• To provide an opportunity to practice negotiation.
• To illustrate the importance of listening skills.
• To consider the importance of effective questions in order to build an understanding of the other party's perspective.
• To consider the dangers and advantages of pre-meeting meetings.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
We find this exercise is most effective when Part One is completed directly before a break, preferably lunch, and Part Two soon afterwards.

This gives the more proactive participants an opportunity to build alliances ahead of the negotiations. This adds an extra dimension to the learning from the exercise.

Alternatively, you can ask participants to complete Part One as pre-course work. If you do this we recommend that you do not send it out too far in advance of the training; you don’t want participants forgetting why they picked their names.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Understanding Credibility

Time:
In total we estimate this exercise will take 40 minutes.

Aims:
• To consider the importance of credibility when seeking to influence others.
• To understand the link between perceived expertise, relationships and credibility.
• To provide an opportunity for participants to consider how much credibility they have with those they are seeking to influence.

About

Time:
The exercises in this module will take about 20 minutes to complete. In total, allowing for discussion, we recommend allowing 40 minutes to complete this module.

Aims:
• To consider the importance of credibility when seeking to influence others.
• To understand the link between perceived expertise, relationships and credibility.
• To provide an opportunity for participants to consider how much credibility they have with those they are seeking to influence.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
If you want to go on and cover building relationships in more detail we recommend that you look at in some of the modules under ‘Negotiation’, for example Building Rapport and Different Perspectives.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Who Is Presenting? - An Introduction to Assertiveness/Transactional Analysis

Time:
In total we estimate this exercise will take 30 minutes.

Aims:
• To provide an early opportunity for participants to test their assertive skills.
• To enable participants to identify whether they have a tendency to adopt aggressive or submissive behaviour.
• To provide an opportunity for participants to observe Transactional Analysis behaviours in practice.

About

Time:
The exercise in this module will take about 30 minutes to complete. In total, allowing for discussion, we recommend allowing 45 minutes to complete this module.

Aims:
• To provide an early opportunity for participants to test their assertive skills.
• To enable participants to identify whether they have a tendency to adopt aggressive or submissive behaviour.
• To provide an opportunity for participants to observe Transactional Analysis behaviours in practice.

Group Size:
This module is suitable for use with groups of up to 25 participants.

Useful For:
Staff at all levels.

You'll Need:
Nothing other than the materials provided.

Notes:
This exercise gives participants an opportunity to consider their own behaviours. It can give facilitator's a useful insight into behaviour, although the briefs do encourage particular types of behaviour.

This module provides a powerful introduction to Transactional Analysis.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label

Why Do I Always Get Them? - Notes Supporting the Glasstap Film

Time:
In total we estimate this exercise will take 115 minutes.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

About

Time:
The exercise in this module can be completed in about 60 minutes (including the time required to view the training film). In total, allowing for discussion, we recommend allowing about 115 minutes for this module.

Aims:
• To encourage participants to consider the difference between good and bad customer service.
• To encourage participants to consider the behaviours that those who deliver good customer service demonstrate.
• To consider strategies for avoiding or managing customer conflict.

Group Size:
This module can be used with groups of up to about 15 participants, as long as suitable facilities are available to give everyone a clear view of the training video.

Useful For:
Anyone in a customer facing role.

You'll Need:
• A computer with internet connection and a means of connecting to a screen.

Notes:
This module is designed to accompany the Glasstap film, ‘Why Do I Always Get Them?’

This exercise involves a look at customer service, particularly in relation to face-to-face contact, managing difficult situations and conflict.

If your level of membership doesn’t include the option to stream this video, you can purchase a a DVD from Trainers' Library.

Remote/Virtual Delivery:
There is a Remote Delivery version of this module available in Trainers’ Library.

Downloads

+ more for Pro
Trainer Notes (Word)

Counts as 1 download.

Login or Register to Download.

Label